Customer Support Specialist (Weekends only, Part-Time)

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

AECOM is seeking 2 (two) Part-Time Customer Support Specialist (CSS) based in New Haven, Connecticut. In this position, you will be a member of our CTrides project, providing an individualized, customized, and detailed Customer Service Experience.  This person will manage the statewide transportation demand management (TDM) program and the customer service for CTrail Shore Line East and Hartford Line for the Connecticut Department of Transportation: This is a weekend, shift position. The Customer Service Center hours are 7am- 6pm Eastern Time.

The CSS is responsible for providing accurate and timely responses to commuters and others who are seeking information and assistance related to commuter travel in Connecticut. They will also work with stakeholders to get rail service information and issue service alerts to customers.

This position will be primarily remote, but there are times when applicants will need to be in the New Haven, CT office for required training and meetings.

Important information:

• To be considered, the candidate must be available to attend a two-week training program on weekdays.
• This is a weekend, shift position. The Customer Service Center hours are 7am- 6pm Eastern Time.

Responsibilities / Objectives:

• Provide accurate, polite, and responsive telephone/email/web-based customer service support.
• Develop familiarity with transportation services in Connecticut.
• Multi-task across multiple web-based and printed sources to locate relevant transportation information.
• Provide responses to in-bound telephone inquiries, including transferring calls to related services, when appropriate.
• Use Live Chat program to respond to customer inquiries online.
• Monitor multiple email accounts and provide written response to inquiries.
• Compile and issue time-sensitive service alerts via multiple communication channels.
• Create and provide customized commute plans based on an individual’s travel needs.
• Conduct outbound follow-up calls to provide a second level of customer service, when appropriate.
• Perform administrative tasks to support outreach and marketing team.
• Communicate with transportation providers to gather and update route/schedule services.
• Utilize CMS and other computer programs and office equipment to accomplish assigned tasks.
• Assignments generally require knowledge of the policies, practices and procedures of the CTrides and CTrail program.

Qualifications

Minimum Requirements

• HS plus two years of experience or demonstrated equivalency of experience and/or education.

Preferred Qualifications

• Previous customer service experience.
• Experience using Microsoft office or Gsuite products.

Additional Information

• To be considered, the candidate must be available to attend a two-week training program on weekdays in New Haven, CT.
• This is a weekend, shift position. The Customer Service Center, located in New Haven, CT, has operating hours of 7am- 6pm Eastern Time.
• Sponsorship is not available for this position.
• Relocation assistance is not available for this position.

About AECOM

AECOM is proud to offer a comprehensive benefits program to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absence, voluntary benefits, perks, U.S. and global well-being prog